Security (Overnight Officer)

Description

Responsible for performing hotel security functions, including fire prevention, safety, investigation and resolution of guest and employee complaints regarding safety and security matters.

Requirements

• Maintain complete knowledge of and comply with all departmental, divisional and hotel policies, procedures, and standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly, and acknowledge all guests, however busy and whatever time of day.
• Always maintain positive guest relations.
• Be familiar with all hotel services / features and local attractions / activities to respond to guest inquiries accurately.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Maintain complete awareness of :
• scheduled group activities and house count.
• hotel facilities and services.
• hours of operation.
• facility layout.
• fire and emergency plans.
• departmental rules of conduct.
• Review department log records and be familiar with pertinent information relevant to the daily shift.
• Review the hotel status and follow up actions with the previous shift officer.
• Issue radios, beepers, and keys to designated hotel personnel. Maintain accurate records and ensure the safekeeping of such.
• Check employee IDs and ensure accuracy of employee timecard punches as employees arrive / leave the employee entrance.
• Conduct timecard audits.
• Ensure all non-hotel personnel arriving at employee entrance are properly escorted while on property.
• Inspect employee packages, purses, bags, etc. as employees enter or leave the property.
• Provide escorts for employees.
• Ensure that after-hours access into secured hotel areas is properly authorized, monitored and documented.
• Handle deliveries received during non-business hours.
• Work with outside agencies (i.e., police).
• Coordinate emergency situations.
• Contact the Director of Security immediately regarding emergency situations.
• Monitor surveillance cameras.
• Investigate duress alarms.
• Patrol the property with specified equipment, checking all designated points, and document all actions taken.
• Resolve safety hazard situations.
• Ensure all guest room doors are secured; assist guests with room access.
• Investigate suspicious persons on hotel property.
• Conduct designated investigations into theft or lost items, noise complaints, assault complaints, food poisoning complaints and other guest complaints, complete documented reports.
• Respond to the scene of guest / employee accidents promptly; administer first aid / CPR; communicate specified information to EMS / medical personnel as required.
• Report to scenes of guest or employee fighting.
• Comply with state regulations and hotel guidelines for handling intoxicated guests.
• Report to scenes of vehicle accidents / thefts and document specified information.
• Assist in moving / removing guest room possessions, inventory and security of such and "E" key rooms.
• Document, organize and store all lost and found items given to Security, document guest inquiries for lost items and coordinate return of lost items to guests.
• Maintain confidentiality of all Security and hotel reports / documents; release information only to authorized individuals.
• Answer the departmental telephone within 3 rings, using correct salutation.
• Communicate by radio / beeper with designated hotel personnel.
• Prepare work orders for maintenance repairs and submit to Engineering.
• Legibly complete designated reports.
• Document all pertinent information in the logbook daily.
• Complete all paperwork and closing duties before leaving. Review hotel status and any follow-up actions with on-coming Security Officer.
• Receive radio and telephone reports of emergency situations. Determine nature, location, and priority of emergency and promptly dispatch emergency response and back-up as necessary.
• Keep supervisory personnel informed of all important occurrences and emergencies in progress.
• Keep track of all units and always remain aware of their location and status. Maintain contact with all units on assignment. Be knowledgeable of the areas to be controlled, officers on duty, building locations, emergency telephone numbers and the facilities and availability of emergency services.
• Appropriately dispatch security units to all unauthorized alarms.
• Be familiar with the use of the fire / emergency phone for fire department / paramedic calls.
• Be familiar with the use of the engineer's radio and know how to directly call appropriate engineers for emergencies